Order placed 11/25/22. Titan packed and labeled the equipment on 11/26/22. Titan shipped the equipment on 11/28/22. We received the shipment disheveled in the box with rusty components. I e-mailed Titan on 12/7/22 about this upon unpacking. Titan's initial response was for us to wash the components, but later agreed on 12/8/22 to e-mail us a return label within 24-48 hours to exchange the equipment for new equipment. After 5 days, 6 e-mails (from us), and 4 phone calls (from us), we still have no return label. My goal was to have this equipment assembled for my wife's birthday before my military mobilization but I am able to do so, even though I am willing to drive this equipment to a different city for the return as we have no local FedEx locations. I am incredibly disappointed and simply want this issue resolved. If Titan can pack and label the equipment we ordered within one day, Titan should be able to e-mail us a return label just as quickly. Below is our e-mail conversation: From: Buyer's Wife Sent: Tuesday, December 13, 2022 8:12 AM To: Titan Fitness Team Cc: Buyer Subject: Re: [Titan Brands] Re: Call with Caller (Cell number included) Jinky, Can you tell me why it is taking so long? For a label? I order products all the time never have this much trouble spending back a damaged item or ordering. I was going off of label taking 24 to 48 hours via email. Tomorrow is going to be over a week. Please help me understand this process. I am off day and available by phone as communication via phone might help me to understand process. Thanks Buyer's Wife (cell number included) On Tue, Dec 13, 2022, 7:42 AM Titan Fitness Team wrote: Your request (1593686) has been updated. To add additional comments, reply to this email. Jinky paraiso (Titan Fitness ) Dec 13, 2022, 7:42 AM CST Hello (Buyer's Wife), I am really sorry for the delay but I haven't received the label yet. I have sent another follow-up to our internal team for you. Sincerely, Jinky Paraiso Product Support Titan Fitness Support Dec 13, 2022, 7:16 AM CST Good morning Jinky. I called yesterday and left a message for you to call me back. We are still waiting on our FedEx return label (since December 7), per our phone conversation. Please give update on label for FedEx. (Cell number included). Thank you Buyer's Wife Dec 12, 2022, 10:02 AM CST Good morning, We are still waiting on our FedEx return label (since December 7), per your phone conversation with my wife and e-mails below. Again, we have to drive to another city to drop off the equipment for return as we do not have a local FedEx. We need to complete the return and have the new (non-rusty) equipment shipped to our home ASAP as I am mobilizing and I need to get this machine put together for my wife (birthday present) before my departure. I received the copied e-mail below asking me to review my experience with your company. I’d like to give a positive review but to this point my experience has not been positive. Please complete our return and ship us our new equipment for a positive review. Dec 10, 2022, 7:58 AM CST Good morning, Still waiting on our return label since December 7. We need it today. Thank you. Buyer Dec 9, 2022, 2:13 PM CST Good afternoon, Please send the FedEx return label to us by close of business today so that we may print it to ship the equipment back to you tomorrow. We do not have a FedEx location in our town so we have to drive it to the closest location. Tomorrow morning is the only time we have available to do this due to our work schedules as FedEx will be closed other days by the time we make the drive to drop off the equipment after work. Thank you. V/R, Buyer Dec 9, 2022, 7:27 AM CST Good morning! Jinky Paraiso Can we get that label for FedEx today please? We have to travel aways to get it back to a FedEx facility. Thanks so much. Buyer's Wife Jinky paraiso (Titan Fitness ) Dec 8, 2022, 11:14 AM CST Hello (Buyer's Wife), Yes, I am waiting for the return label to be created to send to you so you can return the previous item. Sincerely, Jinky Paraiso Product Support Titan Fitness Support Dec 8, 2022, 10:48 AM CST Jinky Paraiso, So you my understanding is still you have a label for us to take back equipment to FedEx as agreed? You were emailing it to (Buyer's e-mail address) Thanks Buyer's Wife Jinky paraiso (Titan Fitness ) Dec 8, 2022, 10:41 AM CST Hello Buyer, Thank you for responding. I will submit a follow-up request to send you a new unit instead then return the previous item. We sincerely apologize for the inconvenience. Jinky Paraiso Product Support Titan Fitness Support Dec 8, 2022, 10:07 AM CST Good morning, There is no way oxidation would occur in that manner in such a brief period of time (a few days of shipping). Also, the rust was not on all pieces but on specific pieces of the same size and shape (which were both in torn bags in the shipping box). We have a complete home gym and have never had to wash off “oxidation” on any other piece of new equipment we have received. My wife called your company yesterday and was told a FedEx shipping label would be forwarded to us within 24 to 48 hours and, once you receive the shipment back, you will ship us another one in new condition. Thus, we re-boxed the equipment yesterday and it is prepared for shipping. Please send the FedEx shipping label to us as agreed. My understanding is that you will be covering both return shipping and shipping of the new equipment to our home. Please expedite this process as I want to assemble the machine before my departure for military service as it is her birthday gift. Thank you. V/R, Buyer Jinky paraiso (Titan Fitness ) Dec 8, 2022, 7:42 AM CST Hello (Buyer). We would like to follow-up on your concern with the product you received. As per review from our internal team based on the photos provided, those are not rust but is oxidation which is normal from change of climates. This can be removed with a mild detergent and a washcloth Sincerely, Jinky Paraiso Product Support Titan Fitness Support